Make ticket "email address" viewable on the Dashboard

Community Discussion Feature Requests
1

If I open a ticket manually for my customer, but I need to message them outside of tawk.to, it would be great to CC the ticket email address associated with the ticket so that the message gets included on the ticket.

I’m talking about the long, unique email address that’s created for each ticket, so that replying to it puts the responses into the tawk.to ticket system.

This would also be great to capture correspondence that must happen outside of tawk.to, for example when I email a quote from my bookkeeping software. I can CC the quote to the ticket which would then store the record of the quote being sent.

However, in order to do this, I need to know what the unique email address is. I don’t really want to CC myself on every single ticket created just to capture the unique email. It would be better to copy it from the dashboard on an as-needed basis.

2

Hey Tim, great suggestion!

Adding external email threads to existing tickets isn’t currently supported.

To clarify, there also isn’t a unique email address per ticket. To match whether a reply belongs to an existing ticket, we use the subject line and message headers.

Each property has a unique Ticket Forwarding Email under Administration > Ticketing, though CCing it creates a new ticket rather than attaching to an existing one.

Similar ticketing systems have solved this by allowing users to include a unique ticket reference in the subject line, which is then used to match the email to that ticket.

Would that match your desired use case? If so, happy to raise it with the team.

3

I just created three tickets with email address I own, and each one has a unique Reply-To address:

tickets+6aa39780957e11f1b7cbd90047a2aea9@dedicated-presentation.p.tawkto.email
tickets+81157100957e11f1b7cbd90047a2aea9@dedicated-presentation.p.tawkto.email
tickets+3fcc4460958011f1b745c1a94a62e22a@dedicated-presentation.p.tawkto.email

Can’t this unique address be used to match the ticket?

4

Hey Tim, sorry about that! Well spotted. Each ticket does get its own Reply-To address.

My mistake. I’ll get this added into our documentation.

Let me check whether separate emails sent to that address would land on the same ticket, or whether it only works on the original thread. Testing it now and I’ll come back to you.

5

Testing yesterday indicates it does not update the ticket. :frowning: I am hoping this can be added, that would be a great addition.

1 Like
6

Thanks, Tim. This would indeed be a nice to have. We’ve added this to the backlog.

Could you share some examples where merging external emails with an existing ticket would be genuinely useful? Having a clear narrative on the “why” would help us prioritise this work.

7

A customer

  1. Customer emails or replies outside of a ticket, I can then reply to them and add the unique email address back in, recording their email and my reply back into the ticket.
  2. My accounting software also sends quotes to my clients. When I send quote to the client email address, I would like a copy to be included on/attached to the ticket associated with their quote request that came in through a ticket.
  3. Sometimes I need to send my client large files using Google Drive. I would like to attach the unique email address to record the share in the ticket.